Customer Strategy and Development Coordinator

Description

Job Summary: Drive the development of Santalucía's customer portfolio by defining and executing acquisition, growth, and retention initiatives with a multichannel and analytical perspective. Key Highlights: 1. Drive the development of Santalucía's customer portfolio 2. Combine analytical capability with commercial orientation 3. Lead and coordinate the campaigns and cross-selling team MISSION The mission of the person holding this position is to drive the development of Santalucía's customer portfolio by defining and executing initiatives aimed both at acquiring new customers and increasing the value of existing customers. To achieve this, in-depth analysis of customer behavior and evaluation of results from executed commercial actions will be essential, with the objective of generating deeper insights to design acquisition initiatives, relational communications, and retention strategies, all from a multichannel perspective. This role combines analytical capability with commercial orientation, being responsible for transforming data into decisions that drive cross-selling and improve conversion rates, aligning all actions with the company’s overall strategy and sales channels. Additionally, the role involves preparing monitoring and analytical reports to provide relevant performance information to various sales channels, ensuring customer communications are tailored per channel and contribute to the success of the commercial strategy. JOB RESPONSIBILITIES Define, design, coordinate, implement, and execute multichannel commercial and relational communication campaigns targeting customers, with a strategic and personalized approach, ensuring the effectiveness of each action and contributing to business objectives, customer retention, and customer experience. Analyze customer data and evaluate the results of customer development and cross-selling initiatives. Present results and conclusions to different hierarchical levels within the organization. Define channel-specific sales strategies, based on learnings from previous initiatives and the specific objectives of each channel. Annual planning of customer contacts, ensuring coherence and optimization of commercial impact. Manage the budget allocated to campaigns and commercial initiatives. **Customer Campaign Generation:** Design and implement incentive-based and non-incentive multichannel communication campaigns targeting individual customers, using channels such as email, SMS, push notifications, etc. Segment and define audiences according to the objective of each communication to maximize campaign effectiveness. Ensure alignment of campaigns with the commercial strategy and organizational priorities. Monitor, measure, analyze, and optimize each action against clear KPIs: open rate, click-through rate, conversion rate, etc. Contribute ideas, creativity, and solutions that generate impact. **Reporting:** prepare detailed reports to support decision-making. Coordinate campaign launches with the involved departments (Call Center, Marketing Cloud, Customer Area, and other requesting departments). Configure and manage campaigns in Salesforce across different sales channels. Design and define communication journeys associated with campaigns. Team Management: Lead and coordinate the team responsible for campaign generation and for processes driving cross-selling and customer development. REQUIREMENTS **Required Experience:** Experience managing teams. Knowledge and experience in the insurance sector (minimum 2–3 years). Proficiency with tools such as Excel and Salesforce for data analysis and report generation. Experience analyzing results and preparing monitoring reports. Experience using Salesforce to generate sales opportunities, consult dashboards, and create Journeys. Ability to deliver presentations to different hierarchical levels. Experience defining customer profiles based on available data. Teamwork and project management skills. **Required Knowledge:** Bachelor’s degree or equivalent in Economics, Business Administration, Marketing, or related field. Proficiency in Excel, Word, PowerPoint, and Salesforce. Knowledge of Power BI, SAS, and SQL is desirable. **Skills:** Excellent communication and presentation skills. Strong analytical capability and results orientation. Leadership and team management. At SANTA LUCIA S.A., Cª SEGUROS, we work to ensure real and effective equal opportunities, promoting professional development and workforce diversity, in line with our commitment to UN Agenda 2030 Sustainable Development Goal 5 (Gender Equality). **Province:** Madrid **Company:** SANTALUCIA SEGUROS **Date:** 23 Mar 2026